About the Role
As the PM / Customer Success Lead, you will be responsible for coordinating product delivery, ensuring customer success, and translating needs from the Product Owner into actionable product improvements. This role requires both strategic and tactical execution: guiding Agile delivery teams, maintaining customer satisfaction, and supporting our Product Owner in roadmap execution. One of our products involves AR/VR so interest in virtual reality and photography required.
You will serve as the key liaison between customers, technical leads, and stakeholders — ensuring Volanno’s products are delivered with quality, aligned to business goals, and driving measurable value. Bonus potential for meeting and exceeding key metrics of customer retention and customer satisfaction.
Key Responsibilities
• Agile Program & Delivery Management
• Lead program and product delivery using Scaled Agile Framework (SAFe) principles
• Partner with Product Owner to manage and refine product backlogs
• Facilitate PI or sprint planning, sprint ceremonies, and cross-team coordination
• Track delivery metrics, risks, and dependencies across multiple teams
• Track and ensure proper close-out of support requests
• Ensure key metrics are tracked for effectiveness of Volanno personnel and product-related activities, e.g., evaluation/survey of Train the Trainer sessions
• Ensure contract requirements for each customer are properly met
Customer Success & Engagement
• Own customer relationship management from onboarding through implementation and ongoing support
• Collect, prioritize, and communicate customer feedback into the product backlog
• Develop customer success metrics (customer conversion, adoption, retention)
• Support training and onboarding programs in collaboration with QA and Training Success Manager
Product Development Management
• Collaborate with Product Owner and Technical Leads on roadmap execution
• Ensure product deliverables align with business outcomes and customer needs
• Provide input into go-to-market strategy and release planning
• Represent the “voice of the customer” during product development
• Drive competitive market strategy, including working with marketing firm as required
Leadership & Communication
• Drive cross-team communication across product, engineering, UX, and training
• Provide status reporting and stakeholder updates
• Serve as escalation point for customer concerns
• Talking with clients and at trade shows
• Travel up to 25% for customer meetings, workshops, and product demos
Qualifications
• Bachelor’s degree in Business, Engineering, Computer Science, or related field (Master’s preferred) or equivalent experience
• 5+ years of experience in product or program management, ideally in software product development
• Interest in AR/VR and photography
• Interest in our target markets of transportation, oil & gas, and 911
• Proven experience in Scaled Agile Framework (SAFe) or equivalent large-scale Agile delivery
• Strong background in customer success or client-facing program management
• Exceptional organizational, communication, and facilitation skills
• Ability to manage competing priorities across multiple stakeholders
• Experience tools like Jira and Confluence
• Willingness to travel up to 25%
Volanno relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $115,000-$125,000. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Volanno’s total compensation package for employees.
Company Profile
Volanno is a certified woman-owned small business based in Washington, DC. As an IT solution provider, our services include custom software development, program management, and advanced data analytics. From scoping and defining to implementation and support, we are ready to support our clients’ needs at any stage of development in designing and building solutions that prepare them for the future.
Volanno is an equal opportunity employer. Volanno will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status.